“We are drowning in information but starved for knowledge.”
– John Naisbitt, Author and Futurist
“I felt like just another number there.”
– Anonymous patient
Much of the success the most admired hospitality brands enjoy is a direct result of their effort to deconstruct the customer journey into discrete, but complementary, disciplines and maintain a service culture that addresses each.
For example, they prepare for guests’ arrival by investing heavily in understanding their purchase patterns, preferences, and profiles. They anticipate guests’ specific concerns and desires through on-going sentiment research. They engage guests by creating welcoming environments and ensuring staff interact with them in a positive and respectful manner. They evaluate their performance against specific benchmarks by soliciting and tracking guest feedback about the most critical points of engagement. And they reward guests for their patronage to build loyalty over time.
These five disciplines coalesce to yield a transformational model of service delivery healthcare service providers may adopt to improve the patient experience: PAEER (pronounced “pay-er”) for Prepare, Anticipate, Engage, Evaluate, Reward. We explain how to activate each
throughout the book.
